Resources

Loyalty, defined by Dictionary.com, is a faithful adherence to someone or a cause. When talking about customers, the ultimate act of loyalty is a renewal. Measuring loyalty as it happens is easy.... Read More

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

Everyone likes access to data about their performance!
As consumers, we are driven to act by visibility of our personal data. Consider for example, fitness trackers. Most of us like seeing our... Read More

Does your contact center resemble an episode of "The Walking Dead?" Whether or not you've reached zombie apocalypse levels of engagement, all contact center leaders must be intentional to win the hearts... Read More

Two main challenges make it difficult to measure the effectiveness of contact center training:
Change - The constant evolution of the contact center environment, including changes to procedures, goals, and turnover of... Read More

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

Customer experience can, more often than not, determine a company's level of success. Research shows that when customers are dissatisfied with their experience, they will find another company that does meet their... Read More

Artificial Intelligence (AI) is creating a lot of buzz these days--especially in the customer service industry. Looking past the hype, how can contact centers prepare? What should you consider before investing in... Read More